SLO/SLA Report Lead (Westfields)

Responsibilities include:

  • Overseeing the collection, reporting, and analysis of SLA metrics
  • responsible for monthly and ad hoc reporting for Senior Management and the Client. 
  • Identifying and coordinating changes and integrating to exceed customer expectations and meet SLA levels.
  • Identifying metrics to be used to measure SLA across IT Service spectrum
  • Leading the efforts and process to gather and create ITSM Process requirements or process improvements
  • Leading process benchmarking to ensure fit for purpose and best in class process delivery / execution
  • Acting as the supportive source of knowledge for SLA
  • Works with operational and engineering organizations to implement SLA metrics.
  • Supporting analysis of ITSM Process execution, efficiency, effectiveness, and process management activities
  • Working with process owners to implement and deploy changes
  • Leading the escalation / communication of risks and issues as appropriate

  • Candidate must have a Bachelor's Degree and 10 years of experience

    Required Clearance:  Active TS/SCI, with  Poly

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